Marcia Nocwaka Frans

Provide customer support via multiple touch points (e.g. inbound calls, e-mail)-main focus on written communication & assisting clients with queries with regards to IQVIA brand.

• CRM administration - Accurately log customer and product information into CRM systems
• Communicate with Targeted Communications clients via email, telephone and SMS, regarding job progress, quotes, counts, signed orders, payment instructions, technical issues, delays, job spec and general queries
• Retail sales of Targeted Communications services to IQVIA clients (new and existing) email broadcasts, fax broadcasts, data lists, SMS broadcasts, mailers, labels
• Setting up HTML,JPG & Word docs into a email server
• To data capture the correct contact and personal details based on confirmation from the appropriate info partner and channel i.e
• Fax, web, client files and telephone calls
• To make outgoing telephone calls, when required, to verify the details of records on the IQVIA database using appropriate questioning and listening skills
• Quotation requests and Inter-branch transfers
• To handle objections from the suppliers of information in a professional and polite manner ensuring the name of IQVIA is enhanced
• To achieve the agreed targets in terms of number of fax, web, telephone and other channel updates ensuring effective use of office time
• Manage my personal task manager ensuring due dates are met and tasks effectively prioritized
• Follow up on quotes sent to clients to ensure increase of sales
• Compile monthly sales report for my Manager
• Providing solutions to support problems efficiently in accordance with defined targets and procedures through excellent customer service attention to detail
• Awareness of client-care principles
• Quotation requests and Inter-branch transfer
• Providing 20 reports to clients on weekly basis

• Managing client and brand relationships telephonically
• Ensuring customer satisfaction by meeting client's expectations and needs
• Upselling to existing client base
• Electronically capturing sales figures and data
• Updating client status
• Explained features and advantages of taking the products or services to promote sales.
• Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
• Set and achieved company defined sales goals.
• Built diverse and consistent sales portfolio.
• Built relationships with customers and community to promote long term business growth.